Ijp: QA Lead

Overview:

The Quality Assurance (QA) Lead oversees the quality assurance program in the customer care call center, ensuring that customer interactions meet company standards for excellence, compliance, and customer satisfaction.

This role involves leading the QA team, developing quality strategies, monitoring performance trends, and driving continuous improvement initiatives. The QA Lead acts as a bridge between quality assurance, operations, and training to deliver a seamless customer experience.



Key Accountabilities:

1. Team Leadership and Development

• Lead, mentor, and manage a team of QA coaches, analysts, and evaluators.
  
• Provide training and guidance to the QA team to ensure consistency and
  accuracy in quality evaluations.
• Foster a collaborative and results-driven environment to achieve team objectives.

2. Performance Monitoring and Feedback

• Oversee the monitoring and evaluation of recorded and live customer
  interactions to ensure quality standards are met.
• Provide actionable insights and recommendations to operations and training
  teams based on evaluation results.
• Identify trends in agent performance and collaborate with stakeholders to
  address areas of concern.

3.Data Analysis and Reporting

• Analyse quality metrics, customer feedback, and performance data to identify
  trends and opportunities for improvement.
• Generate and present regular reports on quality performance to leadership, highlighting key findings and actionable recommendations.
  
• Use data to evaluate the impact of quality assurance initiatives on overall
  customer satisfaction and operational efficiency.

4. Process Improvement and Collaboration

• Work closely with operations, training, and leadership teams to align QA
  initiatives with business objectives.
• Identify and recommend process changes to improve efficiency, customer
  satisfaction, and service delivery.
• Act as a subject matter expert in quality assurance, providing guidance on
  complex customer service scenarios and best practices.

5. Customer-Centric Focus

• Ensure the customer experience is prioritized in all quality assurance activities.
• Advocate for customer needs and expectations in decision-making processes.
• Collaborate with other departments to resolve systemic issues impacting
  customer satisfaction.

QUALIFICATION & SKILLS:

Experience:

• Minimum of 3-5 years in a call center environment, with at least 2 years in a QA or leadership role.
• Proven track record of managing quality assurance programs and teams.

Technical Skills:

• Proficiency in QA tools, call monitoring systems, and CRM software.
• Advanced skills in data analysis and reporting tools (e.g., Excel, Power BI).

Soft Skills & Others Requirements:

• Strong leadership, mentoring, and team-building abilities.
• Excellent communication and interpersonal skills.
• Strategic thinking with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of customer service best practices and escalation handling.
• Familiarity with compliance and regulatory standards related to customer interactions.
• No Open or Pending HR Case.
• Minimum of 1 year tenure in a confirmed position within HelloConnect
• Quality KPI scores for the past 6 months will be heavily considered
• Intent Letter to be submitted in Inhouse Recruitment Distro (Required).
• Please Note: One Application at a time.